Manager, Ops Support
About The Position
We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story! Reporting to the Senior Manager, Operations Support, the Manager, Operations Support is responsible for leading national operational support strategies that enable consistent execution of business priorities and achievement of key performance indicators. This role provides leadership across performance/scorecard management, planning, reporting, and cross-functional coordination to ensure operational delivery is aligned with organizational goals. Through data-driven insights, continuous improvement, and strong stakeholder partnership, the Manager, Operations Support helps drive efficiency, consistency, and sustainable performance across National Call Centre operations.
Requirements
- Excellent planning, problem-solving, organizational, and time management skills, with the ability to manage multiple priorities in a fast-paced, evolving environment.
- Strong understanding of call centre operations, including KPI management, demand forecasting, capacity planning, workforce optimization, productivity, service levels, and customer experience drivers.
- Proven ability to analyze performance data, identify trends and root causes, and translate insights into actionable recommendations that drive operational improvements.
- Effective stakeholder management and communication skills, with the ability to clearly present insights, risks, and recommendations to leadership and cross-functional partners.
- High attention to detail, with strong intellectual curiosity and a continuous improvement mindset focused on simplifying processes and improving outcomes.
- Experience supporting performance management routines, including KPI tracking, reporting, and trend analysis at both team and national levels.
- Demonstrated ability to assess and improve business processes, driving consistency, efficiency, and standardization across operations.
- Self-starter with the ability to work independently, take initiative, and deliver with a high degree of accountability and ownership.
Responsibilities
- Lead national operations support strategies that drive execution against business priorities and KPI targets
- Oversee performance management processes, including KPI monitoring, trend analysis, and operational reporting
- Translate national strategic direction into actionable operational plans for frontline and support teams
- Identify performance gaps, operational risks, and improvement opportunities, and lead action planning to address them
- Partner with cross-functional teams to ensure alignment between business strategy, workforce planning, and operational delivery
- Support demand forecasting, capacity planning, and resource optimization to enable efficient service delivery
- Drive consistency and standardization across operational processes, tools, and reporting practices
- Provide leadership with actionable insights and recommendations to improve performance and support decision-making
- Lead continuous improvement initiatives that enhance customer experience, employee effectiveness, and operational efficiency
Benefits
- Competitive salary & annual bonus
- Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
- Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
- Paid time off for volunteering
- Company matching contributions to charities you support
- My Path: self-driven career development program
- Rogers First: priority in applying to internal roles of interest
- Homewood employee & family assistance program
- Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
- Low or no-cost fitness membership.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
